What can I do when I see “Transaction cancelled”?
Modified on Thu, 5 Feb at 10:58 AM
Transaction cancelled
In some cases, a payment attempt on your card reader may result in the transaction being cancelled. Often, the message “Transaction cancelled” appears on the display and on the receipt printout.
A common cause is a loss of connection, as payments are authorized online and require a data connection.
In most cases, the card reader uses your infrastructure and internet connection. Please first check whether an internet connection is generally available and whether the cabling to the card reader is correctly plugged in.
Card readers with a SIM card can be restarted to re-establish the mobile connection.
With our guide, we would like to show you in three steps what you can do.
The troubleshooting guide includes three steps:
Check the connection symbols
Check the data connection on the card reader
If necessary, reconfigure the data connection
Step 1: Check the connection symbols
Each of our card readers shows a symbol for your data connection.
Please select the manufacturer of your card reader and then the type of connection used. You will be shown the symbols for an active and inactive connection.
Are the symbols shown as active? Then we can proceed to step 2.
Are the connection symbols inactive? Then let’s skip to step 3.
Step 2: Check the data connection
Each card reader has a function to connect with our systems without initiating a payment.
The initialization checks whether a connection is possible and whether the terminal ID, date, and time match on both sides.
A good way to see if we can transmit data.
Please select the manufacturer of your card reader. The link will open in a new window.
If this process is completed successfully, a positive message will appear on the display or printout, such as “Initialization successful”, “Network ready” or “Successfully completed”.
Your card reader will then be ready for payments again.
Was the connection test unsuccessful? Then we should move on to step 3.
Step 3: In some cases, it is essential to reconfigure the type of connection used by your card reader.
We have prepared a step-by-step guide for you depending on the type of connection.
Please select the manufacturer and the type of connection previously used on your card reader. The link will open in a new window.
Please check again afterwards whether you can establish a data connection.
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